727096 - [Tracker] Add Customer Satisfaction Survey to SUMO

Status: RESOLVED INCOMPLETE

(support.mozilla.org :: General, defect)

Description

[Kadir Topal [:atopal]]

preliminary planning: 
* Ask random selection of visitors on en-US sites if they want to let us know about their experience on SUMO after their visit. 
* Take their mail-address. 
* Send survey
* Collect data
* Display one value on the KPI dashboard

Comment 1

[:ibai]

Can we revisit this?

They are 2 scenarios that we need to track:
- Users who navigate and consume content.
- Users who end up asking a question because they haven't found their answer.

For the first group we don't necessarily need the e-mail address if we can capture the window of a 1% of the users when they are about to leave and show them a quick form.

The second group represents just a small group of the whole population (400 over 1.5 Million) so we can give up on measuring them as part of this. And we will focus on the discover-ability of support from the Self-Help point of view.

Unless the whole email address part is to simplify the implementation. In which case we have:
- A pop up that is annoying to 1% when they are already done with the site. They will be happy to answer if they found the answer and they will yell at us if they haven't.
- Ask for an email address at the beginning of the visit even if it's not really clear what will happen to that email. This doesn't sound like something that will be really effective (A fraction will give us the email address, a fraction of those will give us a valid email address, and a fraction of the emailed people will answer to the survey). So to get the same amount of answer we may need to ask to a bigger sample.

This experiment from 3 years ago can be a good reference: http://blog.mozilla.org/metrics/2009/08/18/cats-love-firefox-support/

Comment 2

[Ricky Rosario [:rrosario, :r1cky]]

There are lots of details to be figure out here before even estimating. I am moving this to Q3.

Comment 3

[Ricky Rosario [:rrosario, :r1cky]]

2012Q4 is in the past. Moving on to the future!

Comment 4

[Andrew Truong [:feer56] [:andrewtruong] [:atruong]]

I don't think this is on radar for SUMo at the moment.